This innovative book combines results from research conducted in Colombia about how
communications services consumers make consumption choices with OECD expertise in
regulatory policy, behavioural economics, and data analytics, in order to help improve
the consumer protection regime in Colombia. It focuses on the types of incentives
that should be provided to change both provider and user behaviour, and considers
where appropriate regulatory interventions may be needed to ensure that these incentives
are realised. This work supports the Communications Regulator of Colombia in redesigning
its consumer protection regime. This effort has refocused the regulatory framework
from “protecting rights” towards making the market function best; this involves encouraging
the providers to improve the quality of their services and rates offered in the market
and to foster a better understanding of what is being offered and how. The book also
makes specific recommendations on possible follow-up experiments to test some of the
possible solutions to help communications services consumers better understand the
information provided by service operators.
In 2015, the OECD, working with the Colombian Communications Regulator (CRC), constructed a multi-disciplinary team of experts and behavioural scientists to apply an inductive approach to re-designing the regulatory regime to protect consumers.
What happened next? Find out how Colombia is protecting consumers through behavioural insights here.